Customer Care Representative

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STATEMENT OF

PURPOSE:

(Job Summary)

Interact with customers to provide and process information in response to inquiries, complaints, and/or concerns about our products and services offered. Strive to use good judgment to maintain customer satisfaction while eliminating problems. This position also includes

STATEMENT OF

PURPOSE:

(Job Summary)

Interact with customers to provide and process information in response to inquiries, complaints, and/or concerns about our products and services offered. Strive to use good judgment to maintain customer satisfaction while eliminating problems. This position also includes outbound sales responsibilities, which involve actively calling and engaging potential new customers, promoting our products and services, and identifying opportunities to grow our customer base.

The ideal candidate will be comfortable speaking on the phone, driven to meet sales goals, and passionate about building strong client relationships.

Skills/Qualifications

• High School diploma or GED.
• Minimum one year of customer service experience.
• Good oral and written communication skills.
• Working knowledge of Microsoft Office products, especially Excel and Word.
• Experience with AS400 operating system is desirable.
• Experience with Shopify platform is a plus.
• Photoshop experience is desirable.
• Additional education in cosmetology or relevant fields is a plus.
• Ability to balance a fast-paced task load.
• Ability to work independently.
• Motivated self-starter with a strong desire to meet or exceed sales goals
• Must be flexible and willing to assist other team members and departments where needed.

Job Duties

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels including customer walk-ins, email, Internet chat & phone calls.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing order requests via Shopify administrative portal.
• Communicating and coordinating with colleagues as necessary.
• Working with customer service team to schedule call tags or customer pick-ups, as well as, issue credit memos if necessary.
• Ensuring customer satisfaction and providing professional customer support.
• Verifying and processing customer website registrations, including the verification of professional license information, editing customer information, resetting passwords etc.
• Creating weekly & monthly reports for both internal and external distribution.
• Working with vendors and vendor share points to harvest product information and enter the appropriate information into both Shopify & AS400 platforms, for both new & existing products.
• Utilizing SEO to provide the best product information attainable, which may include product descriptions, multiple product images, product videos, product ingredients and shipping restrictions or instructions.
• Suggesting products that address client need and upselling by informing customers about special offers, promos etc.
• Making outbound calls to salons, spas, and other prospects to introduce our products and services.
• Following up with leads and previous customers to encourage repeat business or promote new offerings.
• Actively seeking and developing new customer relationships via phone and email outreach.
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Utilizing customer database to research accounts, order history, shipping preferences.
• Coordinating returns, credits, corrections in inventory.
• Calculating shipping options for cost-effectiveness and transit time requirements.
• Managing invoice requests via email, mail or fax.
• Preparing product or service reports by collecting and analyzing customer information.
• Utilizing persuasive telephone sales techniques to influence customers and prospects to purchase products.
• Proactively keeps abreast of product descriptions and industry trends and techniques to effectively answer customer inquiries.
• Processing tax exemptions for businesses.
• Contributing to team effort by accomplishing related results.
• Some travel may be requested for training, events, or customer outreach.
• Assisting other departments including but not limited to reception and warehouse performing various tasks as needed.

Work Environment

This job operates in a temperature-controlled office environment. This role routinely uses standard office equipment, such as computers, phones and photocopiers.

Physical Demands

Visual acuity, speech, hearing, and hand/eye coordination are required. Manual dexterity required a computer keyboard…